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Dreadful customer service

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  • 17-10-2018 5:37pm
    #1
    Millie9
    Registered Users Posts: 8 ✭


    I was a meteor customer. My contract ended the 20th of Sept and I upgraded with Eir on the 5th of Oct. I filled in all my correct details online when purchasing my new phone. When I received the delivery details I noticed it was being sent to the wrong address. I contacted eir on Twitter who told me to return it to them and it would be posted out to my proper address within 10 days. Yesterday without warning I received an email confirming that my account was cancelled and my phone was cut off due to me returning the phone. My phone that I use for business and personal use. I have emailed eir. I have contacted you through social media. I drove 30mns to your shop today to be told that there was nothing they could do and handed a phone and a stool because it would be a long wait and messy trying to sort it out. I have set through a 25 minute wait for your customer care team to answer my phonecall to be told that i needed to be transferred to a different department only to be put on hold again for another 15mns and then the call has cut off. This has happened twice now since 4 o clock. I am at my wits end and no one is helping. Not so much as an apology for the mess that you have left me in without my work phone. I can't change to a different network because you have cancelled my number. This needs to be escalated immediately as I need my number back


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    #2
    pollocks
    Registered Users Posts: 249 ✭✭pollocks


    I'm pretty much in the same boat. I spent about 4 hours over the last 3 days trying to get through and constantly being pushed to another department. And it just so happens this department doesn't have a direct line. It's hands down the worst customer service I have come across.
    They decided to change my legacy plan and stick me on a 3o day sim only contract. And I got an email to say they were sending out my new sim to port over??? My old account on myeir has disappeared and nobody will tell me wtf is going on


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    #3
    wally1990
    Registered Users Posts: 1,222 ✭✭✭wally1990


    Not an eir customer but I do drop in to read these threads and the recurring theme is nobody in eir ever seems to take responsibility to resolve issues

    Customers are bounced around the place

    Seems like an awful experience OP


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    #4
    shenanagans
    Registered Users Posts: 896 ✭✭✭shenanagans


    EIR customer service is a disgrace. No answers, no accountability. No training I suspect.

    I have spent at least 10 hours on phone to them over last 2 weeks..... Still no solution.

    I believe there customer services are all outsources currently. Since EIR was sold there has been a decision by new owners to bring customer services all back in house..... But who knows how long that will take.

    Their Cork office run by HCL is a disaster.


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    #5
    shenanagans
    Registered Users Posts: 896 ✭✭✭shenanagans


    Millie9 wrote: »
    I was a meteor customer. My contract ended the 20th of Sept and I upgraded with Eir on the 5th of Oct. I filled in all my correct details online when purchasing my new phone. When I received the delivery details I noticed it was being sent to the wrong address. I contacted eir on Twitter who told me to return it to them and it would be posted out to my proper address within 10 days. Yesterday without warning I received an email confirming that my account was cancelled and my phone was cut off due to me returning the phone. My phone that I use for business and personal use. I have emailed eir. I have contacted you through social media. I drove 30mns to your shop today to be told that there was nothing they could do and handed a phone and a stool because it would be a long wait and messy trying to sort it out. I have set through a 25 minute wait for your customer care team to answer my phonecall to be told that i needed to be transferred to a different department only to be put on hold again for another 15mns and then the call has cut off. This has happened twice now since 4 o clock. I am at my wits end and no one is helping. Not so much as an apology for the mess that you have left me in without my work phone. I can't change to a different network because you have cancelled my number. This needs to be escalated immediately as I need my number back

    Hi. I too have had my order sent to wrong address. The delay in my order is due to the fact that my eir code or postcode doesn't match my address on EIRs system. I'm waiting since Tuesday last week for this issue to be resolved.

    Good luck.


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    #6
    IrishHomer
    Registered Users Posts: 2,960 ✭✭✭IrishHomer


    Just in relation to wrong addresses are ye not using Eircodes?


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    #7
    shenanagans
    Registered Users Posts: 896 ✭✭✭shenanagans


    IrishHomer wrote: »
    Just in relation to wrong addresses are ye not using Eircodes?

    Yes. But they don't match the actual address on EIRs system. Can't understand why..... But getting it sorted is taking weeks.

    Engineers won't install until your postcode matches your address with EIR.


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    #8
    Millie9
    Registered Users Posts: 8 ✭Millie9


    IrishHomer wrote: »
    Just in relation to wrong addresses are ye not using Eircodes?

    Just after I started the meteor contract I moved house. I changed the address on my account. When I upgraded this month I filled in my billing and delivery address online but for some reason they were delivering the phone to my old address that I lived in previously. I have no idea why


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    #9
    daheff
    Registered Users Posts: 5,866 ✭✭✭daheff


    IrishHomer wrote: »
    Just in relation to wrong addresses are ye not using Eircodes?

    Eircodes are nonsense. mine says my address is in a town nearly than 20km away.


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    #10
    Millie9
    Registered Users Posts: 8 ✭Millie9


    Right now all I want is my number back so I can move to a different network. I never want to have to deal with them again. If I have to change numbers then I will need to contact customers, reprint business cards etc. It would be a massive inconvenience and expense. I also have not had an active phone since Tues morning and so have potentially missed a lot of calls from customers. I need this sorted immediately and would appreciate an email address or phone number of a person who can actually deal with this


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    #11
    IrishHomer
    Registered Users Posts: 2,960 ✭✭✭IrishHomer


    daheff wrote: »
    Eircodes are nonsense. mine says my address is in a town nearly than 20km away.

    I use Eircodes daily to find hundreds of clients and I never see an incorrect one


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    #12
    shenanagans
    Registered Users Posts: 896 ✭✭✭shenanagans


    Millie9 wrote: »
    Just after I started the meteor contract I moved house. I changed the address on my account. When I upgraded this month I filled in my billing and delivery address online but for some reason they were delivering the phone to my old address that I lived in previously. I have no idea why

    Same here. Courier delivered to old address.


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    #13
    shenanagans
    Registered Users Posts: 896 ✭✭✭shenanagans


    IrishHomer wrote: »
    I use Eircodes daily to find hundreds of clients and I never see an incorrect one

    It's not the Eircodes. EIR customer service input your landline/account on their system...... It brings up your old address if they didn't merge your ard key with you new address when you moved.

    Their incompetent staff don't pay attention if address isn't matching the order form address.

    It's a technical thing on their system. The ard key will match your old Eircode.....if EIR haven't changed it.

    They use ard key not Eircodes to deliver. They must match.


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    #14
    Millie9
    Registered Users Posts: 8 ✭Millie9


    Any response at all Eir? Your customer service representative on Facebook has informed me that my number has been cancelled and that I probably will not be able to get the same number again. Can you confirm this? Are Eir going to compensate me for the time it will take to contact customers and suppliers, reprint business cards, reprint brochures, change websites if I have to get a new number. An absolute disaster all caused by a mistake on your part. You advised me to have the phone returned to you. Your customer service are absolutely no help whatsoever. I need this resolved immediately. I have already been 2.5 days without my business phone


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    #15
    Millie9
    Registered Users Posts: 8 ✭Millie9


    Bump


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    #16
    Millie9
    Registered Users Posts: 8 ✭Millie9


    Still being ignored by Eir through every avenue. All I want is my phone number back so I can switch provider. They made the mistake and I can't understand why they won't resolve it


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    #17
    shenanagans
    Registered Users Posts: 896 ✭✭✭shenanagans


    Millie9 wrote: »
    Still being ignored by Eir through every avenue. All I want is my phone number back so I can switch provider. They made the mistake and I can't understand why they won't resolve it

    Wasting your time expecting a call back. A customer service rep told me they arent allowed call customers back. Call centres too busy for call backs.... they are banned.

    Get on to a supervisor. Demand to speak to one. Then ask them to lodge a Formal complaint on your behalf. I don't mean lodge a complaint on their website..... that's pointless and a waste of time.

    Formal complaint route is best way to go. They have to come back to you.


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